/ New reporting requirements in Chilean e-commerce
October 13, 2025Chilean e-commerce is shifting from a minimum compliance approach to a culture of active transparency. For suppliers, this not only means adapting to new legal requirements, but also taking advantage of a strategic opportunity: those who report clearly and accessibly strengthen their reputation, build trust, and retain customers.
Associate Alessandri Abogados
According to the Santiago Chamber of Commerce, online sales in Chile exceeded US$12 billion in 2024, an increase of nearly 8% over the previous year.
The digitization of consumption has become the standard for most companies and one of the preferred channels for consumers. However, this dynamism has brought with it significant regulatory challenges, which focus on the information asymmetries between suppliers and consumers.
The Consumer Rights Protection Law (Law 19,496) enshrines the right to receive accurate and timely information as a measure to reduce the aforementioned information asymmetries. Over the years, its scope has expanded to include e-commerce. The 2021 E-Commerce Regulation marked a first milestone by systematizing and grouping together the information duties of suppliers on digital platforms. However, it was during 2025 that the regulatory framework took on an unprecedented density, imposing increasingly specific information duties that platforms must implement.
This year, two regulations have been incorporated into the e-commerce regulatory regime that place information obligations at the center:
1. Regulation on the exclusion of the right of withdrawal (Decree 52/2024)
The right of withdrawal is one of the most sensitive institutions in e-commerce: it consists of the possibility for the consumer to unilaterally withdraw within ten days of receiving the purchased product or contracting the service. The new regulation requires suppliers to clearly inform consumers of exceptions to this rule, such as perishable, personalized, or sealed products for personal use.
For example, if a florist operates via e-commerce with home delivery, it must expressly warn that its products are not subject to the right of withdrawal and use a prominent notice next to the description and price.
The big change is in the form: the warning must be explicit, visible, and prominent next to the price, always using the expression “right of withdrawal.” It is no longer sufficient to relegate this information to the terms and conditions: it must be a clear notice on the purchase interface.
2. Price per unit of measure (Decree 38/2024)
The second innovation extends to e-commerce an obligation previously reserved only for supermarkets: to report the price per unit of measure. From September 2025, any platform that sells divisible products must indicate, alongside the final price, its equivalent per kilo, liter, or meter.
Thus, for example, e-commerce platforms of supermarkets offering cheese must indicate both the total price (e.g., $2,500 for 250 grams) and the price per kilo (e.g., $10,000/kg), allowing comparison with other brands or formats.
The regulation also sets certain standards: the font size cannot be less than 50% of that used for the sale price, and platforms can—and are recommended to—enable tools to sort products according to their unit price.
Personal data protection law: privacy policies must be clear
The regulatory cycle will continue in December 2026 with the entry into force of the amendment to the personal data protection law. Among its various provisions, the duty of transparency stands out, which will be of great relevance to e-commerce: the obligation to have clear, comprehensive, and accessible privacy policies.
The new law regulates the minimum content that privacy policies must have. This means that websites must provide information not only about products, prices, or return policies, but also about the conditions under which they process personal data.
The new regulations and the reform of the data protection law consolidate the duties of transparency and information as key elements in consumer relations in the digital economy.
For providers, this translates into a double strategic challenge: it is no longer enough to adjust the terms and conditions; the information architecture on digital platforms must be redesigned. The withdrawal warning and the price per unit of measure must be clearly stated during the purchase process and, in the near future, privacy policies must be easily accessible.